Florian-Alexandru Totu

OMV Project- Digital Infrastrucuture & Hybrid Platforms

● Incident & Request Management: Managed the full lifecycle of service tickets (creation, classification, and prioritization) using ServiceNow, ensuring compliance with SLA (Service Level Agreement) and FCR (First Contact Resolution) targets.

● Technical Support: L1 technical assistance using different communication channels, such as: Phone, Email, Live chat – everything handled within IT tickets (Service Now).

● Troubleshooting & Resolution Delivery: Managing software and hardware issues involving OMV Petrom specific applications, MS Office Suite, Zscaler, CheckPoint Mobile VPN & Netskope client.

● IDM/IAM: Managing user accounts using Active Directory and assuring that the login process is fulfilled (acting as a L1 team for unlock & password reset operations).
Managing permissions for the user/ user’s hardware with the help of Active Directory.
Handling MFA enrollment processes for internal/ external and partners employees using Google Authenticator and Microsoft Authenticator.

● Remote Administration: Performing remote troubleshooting and system configurations to restore user productivity efficiently using Remote Desktop Connection local app and RDP terminal server connections for managing users that are working on other projects.

● Escalation & Collaboration: Identified complex issues requiring specialized intervention and routed tickets to L2/L3 support groups while maintaining end-to-end ownership and follow-up.

● Proactive Monitoring: Identified call trends and potential service interruptions, proactively opening problem tickets to mitigate widespread impact.

● Conducting CSR sessions to address the user’s questions, concerns, and complaints based on the given survey from the user.

● Provide support and guidance to ~280 FTE (located in multiple regional points).

● Manage large teams (30+ people) in order to achieve the best version of the individual.

● Identify, verify, implement and promote the KPI's to the team with a strong focus on trimestrial objectives.

● In charge with improving the interaction with the clients via phone call, video call, courier or multiple chat platforms (over 250k interactions monthly).

● Verify and analyze the information and materials available for the agents in order to improve them with the help of Quality Team and Optimization Processes Management Team.

● Prioritize task and deadlines agreed with the team.

● Organize trainings, workshops and briefs on different topics to improve the quality of the information that it's delivered to the client.

● Monitoring the daily activities of the inbound/outbound in order to fulfill the client's satisfaction and needs.

● Promote digital strategies/tools such as Voice Biometrics (authentication by voice) or ADA (Advanced Digital Assistant), to increase the self service level and the satisfaction of the client.

● Verify and resolve the daily technical issues on work stations or network fluctuations (VPN, LAN).

● Constantly in touch with IT Production Management to maintain a good functioning of the applications/ to report any fluctuations, errors.